Bilingual Service Desk Analyst: Cantonese/Mandarin Print IT

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Print Service Desk Level 2 Analyst to provide operational support for a global managed print environment. You will handle incidents, service requests, monitoring alerts, and escalation with SLA targets.

You will work closely with Level 1, Level 3 teams and vendors, maintain ticket documentation, and contribute to knowledge articles and process improvements. Proficiency in ServiceNow and ITIL is valued.

Qualifications

• ITIL Foundation knowledge is required.
• Experience with ServiceNow or similar ticketing platforms.
• Basic technical troubleshooting and incident management skills.
• Monitoring and alert management experience.
• Familiarity with printer and managed print technologies.
• Strong written and verbal communication skills.

Responsibilities

• Manage and resolve incidents and service requests from Level 1 support.
• Perform initial troubleshooting and diagnosis of print-related issues.
• Monitor alerts and respond to service or device issues.
• Escalate complex issues to Level 3 support as needed.
• Maintain accurate ticket documentation and status updates.
• Support SLA reporting and queue management activities.
• Contribute to knowledge articles and continuous service improvements.

Skills

ITIL Foundation

Communication skills

Troubleshooting

Monitoring

Printer technologies

Tools

ServiceNow

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Print Service Desk Level 2 Analyst to provide operational support for a global managed print environment. You will handle incidents, service requests, monitoring alerts, and escalation with SLA targets.

You will work closely with Level 1, Level 3 teams and vendors, maintain ticket documentation, and contribute to knowledge articles and process improvements. Proficiency in ServiceNow and ITIL is valued.